Complaints Procedure for Storage Wapping
This complaints procedure explains how you can raise any concerns about our storage and related removal services, and how we will respond. We aim to provide a reliable, professional service at all times, but we recognise that occasionally things may go wrong. When they do, we want to resolve issues quickly, fairly and transparently.
Our commitment to you
We are committed to handling all complaints respectfully and efficiently. Every complaint will be taken seriously and investigated. We will use the outcome of complaints to review and improve our storage and moving services, from handling and transport to administration and customer support.
What is a complaint
A complaint is any expression of dissatisfaction about our services, whether storage, loading, unloading, packing, transport, or associated customer service. This includes issues such as damage or loss, delays, billing concerns, communication problems, or the behaviour of staff or contractors.
How to make a complaint
You can make a complaint in writing or verbally. Written complaints allow us to review the details more accurately, but we will accept complaints in any reasonable form.
Please provide as much information as possible, including:
The name on the contract or booking
Any reference or invoice numbers relating to your storage or removal
The date the service took place or is due to take place
A clear description of what went wrong and when it occurred
Details of any conversations you have already had with our team about the issue
What you would consider a fair resolution
If you raise a complaint verbally, we may ask you to confirm the key details in writing so that nothing is misunderstood.
Timescales for raising complaints
We recommend raising any concern as soon as possible after the issue arises so we can investigate effectively. For matters involving damage, loss or delay, please notify us as soon as you become aware of the problem. Early notification helps us check records, speak to staff, and, where relevant, review any handling or transport information relating to your storage or removal.
How we will handle your complaint
Once we receive your complaint, we will follow a clear process:
1. Acknowledgement
We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will advise who is handling the matter and provide an estimated timescale for our response.
2. Investigation
Your complaint will be investigated by a member of the management team or a suitably senior staff member not directly involved in the issue. They may contact you for further information, check documentation and records, and speak with staff who were involved in your storage or removal service.
3. Response
Once our investigation is complete, we will provide a written response. This will set out our understanding of the complaint, the steps we have taken to investigate, our findings, and any proposed resolution. If we do not uphold your complaint, we will explain the reasons clearly.
Response times
We aim to provide a full response within a reasonable period after acknowledging your complaint. If the issue is complex or requires further investigation, we will keep you updated on progress and let you know when you can expect a final response.
Possible outcomes and remedies
Where a complaint is upheld, the resolution may include one or more of the following, depending on the circumstances:
An apology and explanation
Correction of records or administrative errors
Practical steps to remedy the issue where possible
A goodwill gesture where appropriate
Consideration of compensation in line with our terms and conditions and any applicable limitations
Each complaint will be reviewed on its own merits, taking into account our contractual obligations, our service standards, and the information available.
If you are unhappy with our response
If you are not satisfied with the outcome of your complaint, you may request a further review. In this case, a different senior member of staff will reassess the complaint, the investigation carried out, and the decision made. They may ask for additional information or clarification from you or from staff involved.
After this review, we will issue a final position. This will confirm whether our original decision is upheld or amended and provide reasons for that outcome.
Complaints about handling, damage or loss
For complaints relating to handling of goods, damage or loss during storage or associated removal services, we may ask you to provide supporting evidence. This may include photographs, inventory lists, and any relevant documents such as delivery notes or condition reports. Our assessment will take into account the agreed service level, packing arrangements, and any relevant exclusions or limitations in our terms and conditions.
Using complaints to improve our service
We value complaints as an opportunity to learn. Information from complaints may be used to:
Provide additional staff training
Review procedures for storage, packing, loading and transport
Improve customer communication and documentation
Adjust internal quality checks and monitoring
Our aim is to reduce the likelihood of similar issues occurring in the future and to maintain a consistently high standard of storage and removal services.
Confidentiality and data protection
All complaints will be handled in line with our obligations regarding confidentiality and data protection. Information about your complaint will only be shared with staff who need it to investigate and respond, or where we are required to disclose information by law or to comply with regulatory obligations.
Review of this complaints procedure
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, legal requirements or best practice in customer care.
By setting out a transparent process, we aim to give you confidence that any concerns about our storage or related removal services will be listened to and handled professionally.
